CUSTOMER SATISFACTION TOWARDS BRITT SHOP

INTRODUCTION
The word retail has its origin in French word retailer and means to cut a piece
off or to break bulk. The term Retailing is defined as All activities involved
in selling goods and services directly to final consumers for their personal and
non-business use. In simple terms, it implies a first-hand transaction with
customer. Retailing involves a direct interface with the customer and the
coordination of business activities from end to end right, from the concept or
design stage of a product or offering, to its delivery and post delivery service to
the customer. The industry has contributed to the fastest changing and dynamic
industries in the world today.

OBJECTIVES:
My main objective was to find out how much customers know about the store,
whether they are aware of the price, products and services available at the store.
At the same time I wanted to increase the awareness
I also wanted to find out whether customers are satisfied with the products and
services available at the store and if they have any additional requirement.

METHODOLOGY
I did a research on customers satisfaction. My objective was to find out
whether customers are satisfied with the store and I did this by interviewing the
customers and collecting qualitative data and quantitative data

Primary DataAll the data I used in my research were primary data because those
were collected directly from field
Sample Size- I collected samples during the project.
Sampling Technique- Convenience SamplingI collected all the Information from those members of the population who were
conveniently available to provide it. It is not advantageously placed to get
information required.

COMPANY PROFILE:
Grupo Britt (the Britt Group) was founded in Costa Rica in 1985, with
the goal of positioning its gourmet coffee in major international markets.
Over the years, the market itself invited innovation and encouraged
change to this business model, honing to focus on Britt Shop retail stores,
primarily in airports and tourist spots.
In the early 90s, Grupo Britt opened a retail store in Costa Rica's Juan
Santamara International Airport, leveraging the brand's creativity to
adapt a golf cart for use as a kiosk cafe, where consumers could purchase
bags of Britt gourmet coffee while savoring a delicious cup of coffee,
cappuccino or espresso.
In 2001, the airport opened space for commercial outlets, and Grupo Britt
won the bid to operate some of the first gift shops. The Britt Shop
concept took off, and soon grew beyond the confines of airport and even
Costa Rica.
A natural progression of its vision, Grupo Britt made the decision to
expand into international markets as a multinational company, developing
new products in every country where it opened operations. Rather than
export products, Britt exported its successful business model.
The company continues to actively pursue international markets and to
date, has invested in Peru (2005), Curacao (2006), Chile (2007), Antigua
and Barbuda (2009), Mexico, New Caledonia (2010), the Dominican
Republic (2011), Colombia (2012), Brazil, Uruguay and Ecuador (2015).

 Britt employs more than 1,730 people and expects to achieve

approximately US$120 million in revenue in 2015.
The concept of Britt Shop, which operates more than 120 stores in 13
countries, owes much of its success to one thing: Britt people.
Approximately 1,700 employees currently make up our team.
Our team's ideas and creativity are the cornerstones of Britt; they ensure
that our gourmet products reflect the identity, beauty, flavors and joy of
each of their countries of origin.
Britt employees are highly trained experts in their fields; equally
important, they are also very nice people. They enjoy welcoming and
helping customers choose from our wide selection of beautiful gifts and
gourmet products, which meet even the most demanding tastes. They are
the ones who make sure that your visit to Britt Shop is a unique and
enjoyable shopping experience.
At Britt, we know that cultural diversity is our greatest asset. The energy
that our team brings to work every day is an incredible strength, and the
reason why our loyal customers return to Britt Shop stores, again and
again.

FINDINGS:
53% of the customers who come to BRITT SHOP are mainly
local people. It means local people are very much aware
of this store rather than outside of the locality.
59% of the customers prefer to visit the store once in a week or twice in a
week. That means they prefer to visit the store frequently. They buy
their products on weekly basis.
51% of the customers are satisfied with the products available, though
48% of total customers fall on the dissatisfaction category and they need
more variety of brands.

LIMITATIONS:
During the project I faced certain limitations. All customers did not
respond too u r survey. That may be because of two reasons. Some of

them were in hurry they didnt have time for answering the questions.
Some of them were not interested to answer the survey.

CONCLUSION:
Now at the end of my Project , the one thing that comes to my mind is
that this has been a life time opportunity and a great learning experience
for me.

How to handle customers:

The first thing that I learned is how to handle customers. After a lot of
experience at store I realized that it is a very difficult job to make a customer
satisfy as they are always complaining about something or the other.